Serviced Office - General Manager

JOB DESCRIPTION
Job Title: General Manager
Location(s): London
Line Manager: Regional Director
Direct Report(s): Centre Managers

Overall purpose of the role

The General Manager (GM) has overall management responsibility of an area of business centres or a business centre, responsible for:
- Ensuring that all centre(s) maintain profitability and occupancy;
- Strategic direction of the business centres;
- Guidance and people management support to General Managers;
- Monitoring of all financial indicators in line with the sales team;
- Interpret and implement company strategy and financial targets through preparation and delivery of business plans and budget;
- All centres are operating in line with company policy and procedures;
- To deliver the company's aim to ensure the loyalty of our clients through providing the highest quality offices on flexible terms, backed up by state of the art technology and unrivalled service levels.

Main duties and responsibilities of the role

Audit:
- Conduct regular audits as determined by the business as a method of measuring all areas of operations, finance, sales and marketing, health and safety and customer satisfaction.

Business Development:
- Actively drive new and existing revenue generating opportunities and maximise profitability and achieve budget.
- Ensure client retention and revenue generating opportunities through the delivery of a high standard of customer service.
- Promote other revenue streams such as MR and business services to maximise revenue.
- Complete sales viewings as necessary.
- Effective Mgmt. of third party relationships i.e. commercial agents and brokers
- Identifying none fee related business (local occupiers / BID's (business improvement district) / referrals).

Customer Care:
- Ensure that a high level of customer service and satisfaction is achieved through all centres by maintaining regular contact with clients.
- Oversee the management of major client move-ins and move-outs.
- Be available to deal with client complaints that cannot be resolved by Centre Manager.
- Constantly review customer service provided to generate further opportunities and incentives to increase customer service within the area.

Financial Management:
- Maximise profitability of centres by maintaining and increasing occupancy and service revenue in line with the centre budget and targets.
- Strategic financial management through the preparation of centre budgets and forecasts.
- Management of debt, cost and purchasing controls in line with financial operating procedures.
- Constantly look at initiatives to keep overheads in line by managing costs.
- Ensure month-end billing is completed in line with company procedures.
- Authorise expenditure in line with company procedures.

Health and safety Management:
- Comply with all health and safety practices as set out in the Health and Safety Policy.
- Be responsible for all aspects of Health & Safety of the centre/s, ensuring the team are trained to the required standards.

Information Technology and Telecommunications:
- Manage IT and Telecommunications within the centre/s in line with company guidelines.

Maintenance, cleaning and visual standards:
- Co-ordinate budgets to ensure issues are dealt with in priority order.
- Regularly review external and internal building fabric, condition and facilities to continuously improve visual standards and customer service.
- Ensure all legislative requirements for cleaning and maintenance are met through implementation of company policies and operating practices.
- Carry out visual standard audits on a regular basis to ensure brand compliance and a high standard of presentation is maintained throughout the centres.

Marketing:
- Be accountable for all marketing activities for centres within the area.
- Manage marketing activities through the business plan.
- Plan, implement and monitor local marketing activity to drive self-generated leads.
- Maintain effective CRM Management.
- Maintain up to date knowledge of the local market including: current client base, direct competition and local commercial rents.

Project Management:
- Manage projects relating to the centres and the business as required.

Reporting and Forecasting:
- Complete month-end reports in line with company procedures.
- Provide accurate forecasts for review meetings.
- Provide other reports as directed.

Strategic Management:
- Drive the business by making decisions that will have a positive long-term effect on the organisation.
- Display an understanding of wider business issues when making decisions.
- Proactively manage to achieve the strategic objectives of the organisation.
- Adopt a strategic approach when creating business plans and reviewing financial performance.

Team Management:
- Be accountable for all aspects of staff management through coaching and developing Centre Managers within the guidelines defined and current employment legislation.
- Establish regular communication with the team including individual performance reviews and team meetings.
- Manage daily huddles with the Centre Team, a weekly GM & CSM / CM review, a monthly team meeting, quarterly staff reviews and annual appraisals.
- Manage staffing levels to ensure adequate cover for the centre at all times.
- Use of performance management mechanisms to manage poor performance, absence management and retention levels in line with procedures and guidelines.
- Actively work with the Sales team to ensure continued revenue generation and new business.
- Conduct disciplinary and grievance meetings in line with company procedures.

Training, coaching and staff development:
- Develop and coach team members in line with both the centre requirements and the business requirements ensuring multi-skilled teams.
- Coach and develop centre staff to allow for succession and future opportunities.
- Ensure all staff are placed on the Steps Programme and provide regular guidance and support to achieve their training and development needs